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Call Centres in the UK: Market Research Report

Market Research • Market Size • Industry Statistics • Industry Analysis • Industry Trends

Call Centres Market Research Report | SIC N82.200 | Jun 2016

On call: The industry has benefited from stronger economic conditions and rising demand

IBISWorld’s Call Centres market research report provides the latest industry statistics and industry trends, allowing you to identify the products and customers driving revenue growth and profitability. The industry report identifies the leading companies and offers strategic industry analysis of the key factors influencing the market.

Report Snapshot
Market Share of Companies
Capita Customer Management Ltd Capita Customer Management Ltd market share
Industry Statistics & Market Size
Revenue
£3bn
Annual Growth 12-17
2.1%
Annual Growth 17-22
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Profit
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Employment
64,327
Businesses
502
Industry Analysis & Industry Trends

Industry operators have faced relatively challenging recent conditions owing to the lasting effects of the downturn. Before 2009-10, the industry performed well as businesses focused on improving their customer service and chose to outsource non-core operations. However, the downturn resulted in a considerable fall in demand as businesses slashed their spending in order to curb costs, and revenue contraction continued through 2012-13. The industry has also faced strong competition from offshore call centres, which has further impeded its performance. Offshore call centres located in developing countries such as India have benefited from lower labour costs, which are operators' largest cost, and the large pool of English-speaking workers available... purchase to read more

Industry Report - Industry Analysis Chapter

The Call Centres industry was hit hard by the onset of the downturn because businesses throughout the United Kingdom sought to cut costs by reducing their expenditure on promotional activity. The industry is highly competitive, and competition has been intensified by the popularity of low-cost offshore call centres, which hampered performance early in the past five-year period. One key development in the industry is that call centres no longer exclusively handle phone calls. Advances in technology have enabled players to expand the range of services they provide, which has helped to maintain industry revenue. Web-chat services in particular have grown in popularity as online sales account for a growing share of retailers' overall sales. The.. purchase to read more

 


Industry ProductsRelated ReportsTable of Contents

What is the Call Centres Industry?

Call centres provide in- and outbound telecommunication services to improve client relations, provide technical assistance, market goods or conduct opinion polls. The industry only includes outsourced work.

Industry Products
Customer careTechnical assistanceCustomer acquisitionChasing arrears
 
Industry Activities
Answering calls and relaying messagesProviding technical assistanceHandling complaintsConducting telemarketingVerifying addressesPlacing orders


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